50 Net Promoter Survey Questions to Boost Customer Insights

What is a Net Promoter Score Survey?

Ever wonder what customers really think about your brand? A Net Promoter Score (NPS) survey is a tool that helps you find out by asking one simple but powerful question: "How likely are you to recommend our product or service to a friend or colleague?" This question uses a scale from 0 (not likely at all) to 10 (extremely likely). Customers who score 9 or 10 are called promoters—they love your brand and are likely to spread the word. Those who score 0 to 6 are detractors—they might be unhappy and share negative feedback. Scores of 7 or 8 are passives—they're satisfied but not enthusiastic.

The word "net" in Net Promoter Score means the difference between the percentage of promoters and the percentage of detractors. This "net" balance helps businesses understand their overall customer satisfaction and predict future customer loyalty metrics. In simpler terms, it shows how many customers are happy enough to recommend you versus how many might warn others against your brand.

Why Brands Use Net Promoter Score Surveys

Why should you care about NPS surveys?

Imagine having a crystal ball that reveals how your customers really feel. That’s what NPS scoring offers. Brands use Net Promoter Score surveys for several important reasons:

• Uncover customer loyalty trends: NPS surveys help businesses understand how loyal their customers are over time. By tracking scores regularly, companies can see if customer loyalty is improving, staying the same, or declining. This information is vital for understanding how well customers connect with the brand.
• Identify pain points causing dissatisfaction: Low NPS scores often highlight areas where customers are unhappy. By asking follow-up questions, companies can discover specific issues—such as slow service, confusing products, or poor communication—that need fixing.
• Make informed decisions for product improvements: Feedback from NPS surveys gives businesses clear direction on what changes will make customers happier. For example, if many customers mention that a feature is missing or hard to use, the company can prioritize updates to improve the product experience.
• Prioritize resources based on customer feedback: Not all improvements have the same impact. NPS data helps companies decide where to focus their time, money, and effort by revealing which issues matter most to customers. This way, they can work on changes that will have the greatest positive effect on satisfaction and loyalty.

• Benchmark performance against competitors: Many industries use NPS as a standard measure of customer loyalty. Companies can compare their scores to industry averages to see how they stack up and identify areas for improvement.

Example: Apple has used NPS surveys to gauge customer loyalty for its products and services. By analyzing the feedback, Apple identified key features that resonated with customers and areas needing refinement. This data-driven approach has helped Apple improve its customer experience and retain a loyal customer base. 

50 Net Promoter Score Questions

Creating the right NPS survey questions is crucial to get meaningful feedback. Here are 50 questions you can use, divided into categories to help you tailor your survey to different goals.

Core NPS Questions

1. How likely are you to recommend our product to a friend or colleague?
2. How likely are you to recommend our company to others?
3. How likely are you to recommend our customer service?
4. How likely are you to recommend our website or app?
5. How likely are you to recommend us based on your most recent experience?

Product-Specific NPS Questions

6. How likely are you to recommend our latest product release?
7. How satisfied are you with the features of our product?
8. How likely are you to continue using our product?
9. How would you rate the quality of our product?
10. How does our product meet your needs?

Customer Service and Support NPS Questions

11. How would you rate your recent interaction with our support team?
12. How effective was our support team in solving your issue?
13. How likely are you to recommend our customer service to others?
14. Was your issue resolved to your satisfaction?
15. How friendly and helpful was our support team?

User Experience and Ease of Use Questions

16. How easy was it to navigate our website/app?
17. How would you rate the usability of our product?
18. How quickly could you accomplish what you wanted with our product?
19. Were you able to find what you needed easily?
20. How intuitive do you find our platform?

Read - 60+ User Experience Survey Questions for Better Insights

Loyalty and Retention-Focused Questions

21. How likely are you to purchase from us again?
22. How likely are you to explore more of our offerings?
23. What’s the main reason for your loyalty or lack thereof?
24. How likely are you to switch to a competitor?
25. How valued do you feel as our customer?

Feedback on Pricing and Value

26. How would you rate the value for money of our product?
27. Is our pricing fair compared to competitors?
28. Would you pay more for additional features or services?
29. How does the value of our product compare to your expectations?
30. How likely are you to renew your subscription or contract with us?

Brand Perception and Trust

31. How trustworthy do you find our brand?
32. How well do you think our brand represents your values?
33. How likely are you to consider us your go-to solution?
34. How positively do you view our brand compared to competitors?
35. How confident are you in our company’s future?

Read - How a Brand Awareness Survey Can Transform Your Marketing Impact

Competitor Comparison

36. How do we compare to other companies you’ve used?
37. What do you like about our competitors that you don’t find here?
38. How likely are you to recommend us over competitors?
39. Why would you choose us over a competitor?
40. What could we do to outperform our competitors?

Open-Ended Follow-Up Questions

41. What is the main reason for your score?
42. How can we improve your experience?
43. What’s one thing you love about our product/service?
44. What changes would make you rate us higher?
45. Is there anything you expected but didn’t get?

Future Intent and Improvement Focus

46. How likely are you to try our new offerings?
47. What features should we focus on developing next?
48. What would make you stay with us longer?
49. How likely are you to upgrade to a premium option?
50. How can we better meet your future needs?

How TheySaid Takes NPS Surveys to the Next Level with AI

Traditional online client satisfaction surveys provide valuable data, but TheySaid makes the process smarter and more actionable with AI-driven solutions:

• AI-Powered Survey Creation: Instead of spending hours crafting questions, TheySaid’s AI can generate an entire survey with a single click. Simply input your website URL, and the AI creates relevant questions tailored to your brand.
• Interactive AI Conversations: Respondents engage in conversations with AI while taking the survey. This interaction encourages detailed feedback and clarifies why users gave certain scores, providing richer insights than static forms.
• Automated Actionable Insights: The platform analyzes responses in real time to detect trends, highlight pain points, and recommend follow-up actions. No more sifting through spreadsheets—TheySaid delivers clear, actionable next steps.
• AI-Moderated Interviews: Take insights further with AI-led interviews at scale. You can understand your customers’ deeper motivations without the time-consuming logistics of traditional interviews.
• Seamless Integration: TheySaid integrates with communication channels like email, Slack, QR codes, and in-app chat, making distribution and feedback collection easy and efficient.

By using TheySaid, businesses don’t just collect data—they gain meaningful insights that drive smarter decisions and foster stronger customer relationships.

Conclusion

Understanding what your customers think has never been more crucial—and with Net Promoter Score surveys, you get a direct line to their opinions. By using the right questions and leveraging advanced tools like TheySaid’s AI-powered platform, you can go beyond simple scores to truly understand the "why" behind customer feedback. In today’s fast-moving world, the brands that listen—and act—are the ones that thrive

Frequently Asked Questions about Net Promoter Survey Questions

1. What is the purpose of NPS surveys?

NPS surveys measure customer loyalty and satisfaction by asking how likely someone is to recommend your product. They help identify promoters, passives, and detractors to improve customer experience.

2. How often should I conduct an NPS survey?

Quarterly or after key customer interactions works best to monitor changes in customer sentiment.

3. What is a good NPS score?

Scores above 50 are excellent, and anything above 70 is considered world-class.

4. How does TheySaid improve traditional NPS surveys?

TheySaid uses AI for faster survey creation, engaging AI conversations with respondents, automated analysis, and actionable insights.

5. Can NPS surveys predict customer churn?

Yes, low scores often indicate churn risk, enabling businesses to take proactive measures to retain customers.